Ensure the user benefits commercial vehicle dealers hot debate 3.15
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Another year is "3·15" and it is another year of rights protection. In 2009, the growth rate of the Chinese auto market was very encouraging, but the total number of complaints involving cars increased by nearly 40%. In the face of problems arising from new cars, automotive supplies and after-sales services, commercial vehicle dealers have something to say.
Public Commercial Vehicle Dealers Discuss "3·15"
Quality, service enhancement, user benefits
A heavy truck dealer in Shandong: "3·15" is no longer a scourge
I also represent several brands of heavy trucks and have a better understanding of the heavy truck market. In recent years, I feel that the hostility between users and dealers is weakening, and the situation of blocking roads and closures at every turn is reduced, and the attitude of heavy truck companies to “3.15†is slowly changing.
As a consumer rights protection day, “3·15†has always been highly valued by vehicle companies, and some companies even feared this day. A few years ago, there was a small number of vehicle problems and the service stations had limited processing capacity. The contradictions were more prominent. Dealers often received notices issued by enterprises on the eve of “3·15′′, so that dealers must appease petitions and accidents in advance. Users, temporarily "cuckish" so as not to be exposed during the "3·15" period.
In the past few years, enterprises are no longer facing the enemy in the face of “3·15â€, which is inseparable from the improvement of the company’s services. In addition to making great efforts to improve product quality, companies have invested a lot in channel construction, and service quality has become the norm. Now the density of service stations has greatly increased, and the corresponding parts supply base has also been constructed. More and more service stations have also formed fierce competition. In order to attract more users to repair vehicles, the service stations constantly improve their service awareness, technological improvements, and innovations. Vehicles that have encountered minor problems can be quickly resolved and the dissatisfaction of users is also increasing. A lot less.
At the same time, I feel that the use of cars by users has become more and more standard in the past few years. They have gradually developed an idea that they cannot "run the horses again without giving the horses a chance to graze." Users have a sense of car-loving, and they all pay for it on time and are willing to spend money, which also brings harmony between our distributors and users.
Therefore, there is less and less conflict between users and enterprises (especially mainstream heavy truck companies), and “3·15†is no longer the gateway for enterprises to “lock their feetâ€.
A light truck dealer in Guangdong: recalled and “three packs†to play combo boxing
In foreign countries, vehicle recall is a common way to protect consumer rights, but it is still difficult to achieve in the domestic commercial vehicle industry. Users still have some psychological barriers to recalls, and they often regard recalls as negative examples. Most users do not approve the recall. They think that the recall was due to a problem with large quantities of vehicles. The quality of the vehicles is not good.
Commercial vehicles involve tens of thousands of parts and components. The use of the environment is complicated and some safety defects in some vehicles are difficult to avoid. The recall of automobiles is even more advanced than the “Three Guarantees†we currently use, and it is a more responsible performance of the company. “Three Guarantees†means that the relevant parts can be replaced during the “Three Guarantees†period. The “Three Guarantees†for domestic construction vehicles generally does not exceed one and a half years or 60,000 kilometers, and the towing vehicles generally do not exceed one and a half or 120,000 kilometers. The recall is actually an indefinite period. If there is a problem, it must be recalled. It is a high-cost, high-payout operation that recalls the vehicle when the user's vehicle has not yet experienced a problem. For this reason, companies must guarantee a higher profit margin before they can pay for this expenditure, because the recall will inevitably face increased costs.
It will take a long time to change the user's thinking inertia. Because for the user, if the vehicle can be repaired as far as possible to repair, do not delay the work on the line, if the recall brings more trouble to the user, the user would rather spend more money on repairing the car, do not want the vehicle was "recalled" and delayed attendance rate. At the same time, the implementation of commercial vehicle recalls in China still faces many problems. For example, how to identify quality problems and distinguish between responsibilities is a deadlock. Road conditions, operations, overloads, and tops can all be problematic, especially with regard to tops and chassis.
Recently, the recall of Toyota had been very lively. Whether it was the media or the government that had actions, I felt that this was the first step in the public opinion environment and brought hope for the implementation of the recall of commercial vehicles in the future. In addition, even if a car recall is implemented, it must be combined with the "Three Guarantees" to play a combination boxing and cannot be separated.
Beijing bus dealer: users are still in a weak position
Under normal circumstances, commercial vehicle users are more realistic and there are few users who are unreasonable or who use extortion, and it is not necessary to save money when repairing vehicles. In recent years, I clearly feel that users’ awareness of rights protection is gradually improving and professional knowledge is also more abundant. In the past when the problem was encountered, the service station said that the user would change what part to change, and said how much money it costs to make money. Today, more and more users argue with three packs of cards and service stations. This also puts forward higher requirements for service stations. Without expert knowledge, users cannot be convinced.
In the past, most of the problems encountered by users were silenced and swallowed. Now, when the problem is not resolved, the number of users who choose to use legal weapons to defend their rights is increasing. However, in such games, users are still in a weak position. Commercial vehicles are the means of production. A lawsuit means that you cannot get out of the car normally and you cannot make money. This is very fatal for users.
Therefore, the current lawsuit involving commercial vehicles is basically a state in which companies “lose money without losing lawsuitsâ€. Some commercial vehicles are still overloaded, repaired at the roadside shop, and the warranty record is not complete. It is easy for companies to find loopholes in users, and then dragging the lawsuit to the end, the users will not be able to hold back. At this time, the company will give some discounts. The conditions calmed down and things are gone. This situation will be harder to change in the coming period of time.
Shandong mini vehicle dealer: hot buried hidden quality problems
Last year was our best sales year, an increase of nearly 50%. The market was often out of stock and we thought that there were many ways to organize the supply, but the effect was poor. I expect this year's market conditions will continue to rise, it should be another good harvest year. However, we also have some problems. Last year, the complaint rate of users increased significantly. Many failed cars were new cars that did not last long. Some users also had some excessive actions. We spent a lot of energy in this area.
Why do new car quality problems occur frequently? I think it is related to sales. Last year, the company’s overtime production may have some loose parts and some rough quality. There are some problems that should not really occur. We fully understand the user's mood. This situation has caused dealers to be more aggrieved. We are in direct contact with customers. Vehicles have problems. Users will naturally find trouble with dealers. Last year I was exposed twice by the newspapers. I was very uncomfortable. In order to deal with the disputes between users, we spent a lot of energy and financial resources, which also had a bad influence on the reputation of our store. This year, we hope that companies will increase production without deteriorating quality, improve product quality, and treat every day as “3·15†to fundamentally reduce trouble.
After so many years of development and precipitation, the service integrity and service levels of commercial vehicle companies and distributors have greatly improved, but laws and regulations on product quality and consumer rights are still missing, or are in law. Not depending on the state. Last year, the automotive industry developed rapidly and there were some noises in product quality and service guarantees. This year, the auto market will continue to set a growth line, but there is a precondition for sales and profit growth, that is, it cannot harm the interests of consumers, otherwise it will be abandoned by consumers sooner or later. Toyota's recall of the door is a good example. It is worth thinking and weighing commercial vehicle companies and dealers.